to question and improve

Make it easy to not renew a contract

Lately, I received a letter from Generali, an insurance company, about renewing the contract I had with them. Renewing the contract would have been easy: sign the contract and send it back. But if you don’t want to renew, you have to inform them in writing (at least that’s what they wrote I should do). As I am lazy, I simply wrote them a one-sentence email (I wonder if it is in their business process that someone answers by email to a letter…).

A rather costly process for something which doesn’t bring them any money:

the customer has to inform them he doesn’t want to renew the contract

an employee has to read what the customer wrote

an employee has to cancel the contract in their system

an employee has to send a confirmation (optional)

(I don’t know what happens if the customer doesn’t do anything)

A much simpler approach would be to inform the customer in the letter that the contract automatically ends if he doesn’t return the new contract up to a certain date. KISS!